Patient Survey: January 2023

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How easy do you find it to get through to the practice by telephone?

• Very Easy - 10.8%
• Easy - 32.8%
• Neither Easy Nor Difficult - 30.3%
• Difficult - 18.6%
• Very Difficult - 7.5%

How helpful do you find the receptionists at the Practice?

• Extremely Helpful - 39.3%
• Very Helpful - 46.3%
• Somewhat Helpful - 11.7%
• Not So Helpful - 2.1%
• Not At All Helpful - 0.6%

How satisfied are you with the Practice’s appointment times?

• Very Satisfied - 23.6%
• Satisfied - 45.0%
• Neither Satisfied Nor Dissatisfied - 18.8%
• Dissatisfied - 9.1%
• Very Dissatisfied - 3.5%

Do you get to see or speak to your preferred GP when you would like to?

• Always - 9.5%
• Usually - 42.5%
• Sometimes - 29.6%
• Rarely - 14.1%
• Never - 4.3%

Were you offered a choice of appointment when you last tried to make one

• Yes - 68.6%
• No - 31.4%

Were you satisfied with the type of appointment you were last offered?

• Very Satisfied - 34.1%
• Satisfied - 46.9%
• Neither Satisfied Nor Dissatisfied - 13.2%
• Dissatisfied - 4.1%
• Very Dissatisfied - 1.8%

Did you accept the last appointment you were offered?

• Yes - 97.8%
• No - 2.2%

Would you describe your experience of making an appointment as good?

• Yes - 81.5%
• No - 18.5%

How long did you wait to be seen after your appointment?

• 0-5 minutes - 39.1%
• 5-10 minutes - 45.6%
• 15-20 minutes - 11.5%
• 20-30 minutes - 2.1%
• Over 30 minutes - 1.7%

Did the healthcare professional you saw or spoke to give you enough time during your last appointment at the Practice?

• Yes - 97.8%
• No - 2.2%

Was the healthcare professional you spoke to or saw at your last appointment good at listening to you?

• Yes - 97.5%
• No - 2.5%

Was the healthcare professional you saw or spoke to at your last appointment good at treating you with care and concern?

• Yes - 97.4%
• No - 2.6%

Did you feel involved as much as you want to be in any decisions about your care and treatment during your last appointment at the Practice?

• Yes - 94.5%
• No - 5.5%

Did you have confidence and trust in the healthcare professional you spoke to or saw during your last appointment?

• Yes - 96.1%
• No - 3.9%

Did you feel that the healthcare professional recognised or understood any mental health concerns during your last appointment?

• Yes - 89.3%
• No - 10.7%

Did you feel that your needs were met during your last appointment?

• Yes - 93.3%
• No - 6.7%

Do you feel that you have enough support to manage any long term condition?

• Yes - 56.6%
• No - 11.3%
• Not Applicable - 32.1%

How would you describe your overall experience of the Practice?

• Very High Quality - 30.3%
• High Quality - 49.9%
• Neither High Nor Low Quality - 15.7%
• Low Quality - 3.3%
• Very Low Quality - 0.8%

Summary

• 2104 responses received – 17.5% of our list size
• Questions mirrored that of the National GP Patient Survey to which the usual response is approximately 250 responses
• Largest response ever received for a patient survey
• Used Facebook and QR codes and texts were sent out as well
• See next page for comments made (there were very few due to the nature of the survey)

Comments 

• ‘Very hard to make an appointment on the phone due to my deafness’
• ‘Can’t get through on the phone its always on a loop’ - always have to come in
• Special thank you to Dr Rathborne, Dr Hodgkinson, Dr Marsden, Dr Krezelewski and Dr Samra. Thank you for all your face to face appointments throughout the pandemic. Thank you for your care, compassion and high professionalism. A huge thank you to the brilliant team of receptionists/admin staff and Nurses at Springfield.
• Dr Davis in particular is fabulous. She is knowledgeable, listens well, empathetic and just generally brilliant. All of the Nurses are also fantastic. I feel very lucky to have treatment rom them all. Thank you!
• Many thanks for the kind attention at the Practice

Published: Mar 28, 2023